Courses Never Cancelled

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The original and the best

We carefully schedule our courses and organize contingency cover thus ensuring that you can book secure in the knowledge that your course will not be cancelled.

We have invested heavily in automated forecasting systems that schedules training based upon demand.

We're not perfect. When things go wrong we move rapidly to correct them.

Here are some examples of how we exceeded our client's expectations in challenging circumstances.

• There go the lights
  Find out what happened when we lost electrical power.
• We won't let you down
  How we delivered our training through some of the worst weather in recent years.
• Helping our customer through rough weather

There go the lights

What happened?

8:30 am, Friday 18 Feb 2011 at out Bloomsbury venue.

With 2 training events due to run that day, we had a power failure in our training rooms.

With delegates due soon we needed to act fast!

Our trainers consulted with our client services teams. Heads were scratched.

The events were:

• A one-day PowerPoint Advanced course with 4 delegates
• The 2nd day of a two-day Excel VBA Intro-Intermediate course with 6 delegates

What we did

• It was confirmed the power issue was isolated to our dedicated training rooms. Engineers were called to resolve the fault ASAP.
• In case power wasn't restored before the course started, we set up 2 spare rooms from scratch.
• Our client services team immediately arranged a courier to deliver laptops to the venue for setup in the spare rooms.
• As delegates arrived, they were informed of the situation.

Outcome

• Despite the short notice, the 2 spare rooms were quickly set up enabling both courses to start with a delay of just half an hour.
• Whilst power was successfully restored by an engineer at around 10am, to avoid further disruption to our clients, the courses continued in the alternative rooms.
• Our commercial team immediately sent an e-mail to all affected bookers/delegates acknowledging the disruption. All delegates were allocated an additional free training course.

We would like to thank our team for pulling out the stops and finding a solution. Also we are very grateful to our delegates for their patience and good humour on the day, it was certainly a lively start to the weekend!

We won't let you down

We are here for our customers, whatever the weather.

The challenge

In late November 2010 heavy snow and severe travel disruption were forecast across the UK. The forecasters were right.

With over 30 planned training events at our venues and customers' sites it was vital that our contingency plans worked and that we honoured all our commitments.

Outcome

We ran all our scheduled training events. A big well done to everyone who made it happen and we really acknowledge our delegates who persevered through challenging weather to attend their training courses.

Some stats:

• We ran all of our 19 public schedule training events.
• We ran all of our 11 onsite events.

Attendance rates were high:

How we succeeded

With a proactive attitude rather than "wait and see", our team kept track of all relevant risk factors.

Planning ahead

• Allocating trainers located nearest the event venue to reduce the impact of any travel difficulties
• Ensuring additional standby trainers were available should the original trainer not be able to reach the training venue.
• Trainers staying in hotels near the training venue so the course could run without the risk of delays
• Our logistics team were on call 24 hours a day to receive alerts from trainers on any issues. This ensured that we could put our contingency plans in place and promptly advise delegates of the course status via our web site.

Keeping you informed

Dedicated live event status page

We regularly updated a dedicated status page for our trainers and delegates to check the status of their training course.

Option to Reschedule

Courses can be quickly and easily rescheduled online up to the last minute of the course (even when the course is running). Delegate names can also be changed online up to the start of the course.

Helping our customer through rough weather

Summary

What happened?

• Adverse Weather caused widespread transport disruption.
• The trainer reached the client's site at London Docklands for the scheduled training event.
• Due to adverse weather the majority of delegates were unable to make it in for the training.

How we resolved the issue

• The trainer was committed to delivering the course. However, we wanted to ensure that the client's needs were best met.
• For the client's staff team, those who were due to attend the course were now required to help cover for those absent. Therefore they could not attend the day's training as planned.
• The trainer discussed the issue with the client and reported the issues back to our client service team.
• The client service team worked with the client's HR department and agreed a plan to run the course on an alternative date.

Outcomes

• An alternative training date was agreed.
• The client was able to focus their personnel on staffing issues.
• This incident strengthened the relationship with TeachFirst.